Location: Remote (US or CAN)
Department: Client Success
Reports to: Director of Client Success
About the RoleWe're looking for a hands-on Customer Support Manager to lead MoeGo's frontline support team day to day, managing two Support Leads and the specialist team behind them. You'll run a 24/7 global operation that handles tens of thousands of customer conversations each quarter, with AI resolving a large share of simpler volume and the team focused on more complex issues.
You'll own staffing, coverage, quality, and team performance, and keep improving the systems behind them: workforce forecasting, capacity planning, AI automation, and QA. You'll partner closely with Implementation, Customer Success, Product, and Engineering to resolve escalations quickly and reduce repeat issues at the source.
Key Responsibilities:Team Leadership- Directly manage two Support Leads, and through them the specialist team across shifts and time zones
- Develop the Support Leads into stronger operators, delegating day-to-day queue and shift management while building their ownership of forecasting, QA, and automation
- Set clear performance expectations, run 1:1s, and partner with leads on hiring, onboarding, and performance issues
- Own escalation paths so leads and specialists know when and how to escalate
Operations and Workforce Management- Own demand forecasting, scheduling, and shift coverage to maintain 24/7 response targets
- Monitor queue health in real time and adjust staffing as volume shifts, including seasonal peaks
- Build headcount and capacity plans based on volume trends and AI deflection
Quality and Customer Experience- Run the QA program, including scoring rubrics, calibration, and coaching loops
- Own CSAT, first response time, resolution time, and backlog metrics, and act on trends
- Maintain support macros, workflows, and knowledge base content
AI and Automation- Partner on AI resolution performance, identifying gaps and tuning content and workflows
- Find opportunities to automate repetitive work and reduce manual handling
Cross-functional Partnership- Manage bug and incident escalations with Engineering, including prioritization and customer communication
- Surface product feedback and top contact drivers to Product with supporting data
- Coordinate with Implementation and CS on customer handoffs and at-risk accounts
Reporting- Deliver weekly and monthly reporting on volume, performance, quality, and staffing
- Flag operational risks early with a recommended plan
Minimum Qualifications:- 4+ years in customer support, with 2+ years leading a frontline team
- Experience with forecasting, scheduling, and coverage planning for a multi-shift team
- Experience running or improving a QA program
- Comfortable working with support data to diagnose problems and make staffing decisions
- Strong written communication and ability to work with technical and non-technical partners
Preferred Qualifications:- Experience leading 24/7 or globally distributed support teams
- Experience with AI-assisted support tools
- Experience in SaaS, especially SMB or vertical SaaS
- Familiarity with Intercom, Salesforce, or similar tools
- Experience managing through high-growth periods or seasonal volume spikes
MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans for employees and their family members at no cost to employees, as well as 401(k) matching.
